Once you've created a membership plan, you can start adding members. A member is a pet owner who has been assigned to a plan and is being billed on a recurring basis. Petboost handles all the billing through Stripe while giving you full visibility and control over each subscription.

Note: Memberships bill a card on file. If the pet owner does not have one, tap Text them to add a card. After they add it, come back and enrol.

When you add a member:

The Members view shows all your members with quick filters:

Cancelled members start expanded so you can Reactivate them. Reactivate is hidden when that owner already has a live membership. Cancelled memberships that already have a live membership on the same plan are hidden. To show them, open Filters and turn off Hide reactivated. Expired members sit in a collapsed group. To show expired members, select the group heading.

Each row in the list displays:

Open Sort & Group to change the list. Group by Status, Plan, Billing frequency, or Benefits remaining. Then sort by Newest member (the activation date), Member name, Plan name, Next billing, or Price. The default is group by Status, then Newest member newest first. Each billing cycle is listed once.

Click any member to view their full subscription detail.

The crown on a member or appointment is identity, not "this visit is included". A booking is included when you see Included or Member benefit available, or after you Apply member pricing on an older diary booking.

The member detail view shows everything about a specific membership:

For each benefit in the plan:

A timeline of all payments made for this subscription:

A log of subscription events:

Pausing temporarily stops billing and benefit accrual without cancelling the membership entirely.

A pause starts today or on a billing day you pick under Starts. Duration is whole billing cycles. The shortest pause is one cycle (one week on a weekly plan). Partial cycles cannot be paused.

A scheduled pause shows as Pause scheduled and can be cancelled until it starts.

The membership resumes automatically on the resume date. Unused days on this pause do not stay available as another pause later.

If they have used every pause on the plan, or you choose a duration longer than Max days per pause, the dialog warns you and asks you to confirm. You can still pause. A member pausing themselves cannot go past those limits. Max days per pause must be at least one billing cycle.

If a customer wants a few days off in the middle of a paid cycle, skip those appointments. Do not pause the membership for part of a cycle. See Pause or cancel a recurring series.

When the pause starts (Now, or the billing day chosen under Starts):

Until a scheduled pause starts, the member stays Active and billing continues.

The member is emailed when a pause is scheduled, when it starts, and when it ends. All three follow Pause / Resume Notification in Settings.

Tip: If a customer has already been charged for the current period and wants to pause immediately, consider whether a partial refund is appropriate. Pausing does not automatically refund the current period's charge.

To reactivate a paused subscription:

If a resume date was set when pausing, the subscription resumes automatically on that date.

When a customer wants to leave the membership programme, you have two cancellation options:

The member keeps their benefits until the current billing period ends, then the subscription terminates. No further charges are made.

The subscription ends right now. Benefits are revoked immediately. No further charges are made.

Important: Immediate cancellation does not automatically issue a refund for the current period. If the customer has paid for a period they won't fully use, consider issuing a manual refund through Stripe.

If they still want the membership, start it again from the cancelled row. This creates a new membership on the same plan and pets.

If they already have a live membership, Reactivate is hidden. If that live membership is on the same plan, the cancelled row is also hidden. To show it, open Filters and turn off Hide reactivated.

Bookings you create after reactivation pick up the membership on their own. Bookings that were already in the diary do not.

Covered pets cannot be changed on a live subscription. To change which pets are covered, cancel that membership, then Reactivate and tick the right pets. If the plan has a minimum commitment, early-cancel charges may apply.

Editing the plan (price, surcharge, or billing cycle) updates the catalogue. It does not rewrite the agreement on an existing membership.

There is no Change Plan button and no proration on plan changes. The membership is the agreement. To change what someone pays, cancel that membership, then Reactivate (same plan) or Add member manually (different plan).

An owner can hold only one active membership at a time, so you cancel the current agreement before you enrol them on the same plan (new catalogue price) or on a different plan. If the new plan has Minimum pets set, the account needs at least that many active pets before you can enrol them.

If the plan has a minimum commitment, check the cancellation settings before you cancel. Early-cancel charges may apply.

Step 6 matters because cancelling reverted those bookings to the standard price. Bookings you create after enrolment pick up the new membership on their own; bookings that were already in the diary do not.

The new membership starts a new agreement: the catalogue price and benefits on the plan at enrolment, and a new billing weekday if the plan uses start-date billing. Included-use counters start on the new start date. There is no automatic credit or charge for unused days on the old membership. If a refund is appropriate, issue it from the old member's billing history through Stripe.